Over-55s are far less tolerant of unavailable products and web
services than younger generations.
Research from SunGard
Availability Services and YouGov has identified a new breed of
consumers for businesses to beware of this Christmas.
Short on patience, quick to complain and happy to spread news of
bad experiences, the over-55s will not tolerate it when they are
unable to purchase the products they want, or use services they
need.
In contrast to these "grey grumblers", the younger generation of
18-24-year-olds are far more happy-go-lucky when it comes to coping
when products are not on the shelves or websites experience
problems.
The research shows that when faced with an unavailable product
or service, "grey grumblers" do not consider the reasons behind the
problem one in two simply put it down to the company having poor
customer service.
Furthermore, a similar proportion of over-55s will complain to
both the provider and their friends and family, or switch providers
altogether if they cannot get the product they want.
Younger people though immediately recognise when a company is
experiencing technology problems and only 35% said they would
complain or switch.
Overall though, UK adults are becoming increasingly unwilling to
put up with poor service and availability. Faced with a service
being unavailable for 24 hours (such as a website, call centre,
mobile phone or email system), almost 4 in 10 (39%) respondents
would look to leave that supplier.
This compares to only 24% that said they would switch provider
in a similar survey in 2006.
A further one third of people (33%) would complain to the
provider and tell family and friends about the problems they have
encountered.
The survey questioned 2,600 UK adults.